Complaint Handler

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Date: 21 Nov 2024

Location: VN

Company: Coats

Role Purpose 

 

  • To ensure all customer complaint to be responded to Commercial team on time and effective verification for provisional and permanent corrective actions.
  • Follow up returned/replacement goods from customer.

Principal Accountabilities and Key Activities 

 

Key accountability:

  • To ensure all customer complaint to be respond to sales on time and effective verification for provisional and permanent corrective actions
  • To ensure all customer complaint in SAP QA to be completed follow SOP.
  • Sending weekly and monthly report on time.

 

Common accountability:

 

Safety & Housekeeping

  • Follow Company Health and Safety regulation
  • Ensure all accidents/incidents and near miss are reported immediately for QA Team Leader.
  • Actively look for areas where safety can be improved to report to relevant people.
  • Maintain standards for housekeeping

 

Productivity / Quality

  • To investigate and make judgment for customer complaints to assure proper response for all customer (APP, EMB & FW, Speciality) in time.
  • Feedback result of customer complaint solving within 24 hour.
  • To communicate with related departments about customer complaint information to ensure corrective action are taken into effect.
  • Ensure field “preventive action” of justified complaint must be filled always.
  • Follow up exchange the goods for customer, and special care in urgent case to help Sales satisfy customer.
  • Work with Sales to identify areas where improvements are required.
  • Build good relationships with key internal customers: Dye-house, Finishing, Sales, WH.
  • Other as requested by QA Supervisor.

Discipline:

  • Follow Company working hour regulation.
  • Follow discipline SOP
  • Report to HR or relevant Manager any issue related Coats Ethics.

Education, Qualifications and Experience

Essential

Desirable

 

  • College graduate or above.
  • At least 2 years working experience, better for textile field.
  • Minimum 1-year working experience of customer service or complaint response.
  • Strong experience in teamwork.
  • Can work in high pressure
  • Ability to communicate in English.

 

 

  • Good technical knowledge of dyeing methods, dyestuffs and auxiliary chemicals.
  • Have the knowledge and experience about Yarn, thread.
  • Have the knowledge and experience about inspection and testing lab, testing requirement, testing method, testing equipment.